Head of Customer Success (Remote 9:00 am - 5:00 pm EST)

About Timesact

Timesact Preorder’s SaaS Shopify app supports every successful product launch, every emergency bridging of a supply chain gap, and every product restocking period for over 10k Shopify merchants. The app enables businesses to offer preorders on ecommerce products, partial payments, and automated back-in-stock alerts for out of stock products, ensuring they never miss a sale.

We’re searching for an empathetic and driven Head of Customer Success to guide a dedicated support team, reinforcing the commitment to customer retention, and empower merchants to successfully leverage preorders all year long. In this newly formed vital role, you’ll play a key part in shaping the customer success processes, ensuring each Shopify merchant feels fully supported and gains maximum value.

Responsibilities

Team Leadership & Training

• Manage and mentor a growing team of customer support specialists.
• Develop training programs focused on customer retention and product adoption.
• Create scalable support processes and ensure best-in-class customer service.

Customer Retention & Proactive Support

• Educate merchants on how Timesact Preorders can drive sales beyond peak seasons with video tutorials, helpdesk articles, and in 1:1 onboarding calls.
• Proactively reach out to customers to help full product adoption by implementing the full feature set of the app.
• Develop a strategy for personalized onboarding and check-ins to ensure customer success.

Process Development & Optimization

• Establish standard operating procedures (SOPs) for handling support tickets and proactive outreach.
• Identify common customer pain points and collaborate with product and marketing teams to support the overall growth of the business.
• Implement tools and automation to streamline customer interactions and improve efficiency.
• Create how-to videos for new or existing customers to understand the best ways to use the app’s feature set.

Requirements

• Availability to work 9:00 am -5:00 pm EST Monday - Friday
• 3+ years in a customer service leadership role, preferably in Shopify apps, SaaS or eCommerce.
• Experience in Shopify and Shopify apps is a very big plus.
• Strong ability to develop customer retention strategies with a proven track record of reaching KPIs.
• Excellent communication skills (fluency in English is a must), problem-solving, and team management skills.
• Ability to analyze data and use insights to improve customer success processes.
• Proficiency in CRM and communication tools (e.g., Crisp, Mantle, Slack, Shopify Partner Admin).
• A self starter that is used to defining systems, processes, and programs to ensure full customer success throughout their entire lifecycle of using the product.

Why Join Timesact?

Your work will matter and will touch 1,000s of small and large businesses from around the world making a real impact for the owners, their employees and their customers.

You will be able to build the role into something that gets you out of bed in the morning pumped to go to work. And help your teammates do the same.

Here the best ideas win.

And you will never run out of puzzles to solve or room to test your ideas. If you’re someone that isn’t afraid to roll up your sleeves and get into the trenches, this role will be ideal for you.

It’s a flexible work environment.

You will be respected, challenged, given real responsibility, supported, told the truth and rewarded for merit.

You will learn from industry veterans, become one, and teach others yourself.

If you’re passionate about helping Shopify merchants succeed through preorders and proactive customer support, we’d love to hear from you!

Apply now and let’s build the future of preordering on Shopify with Timesact Preorder.

About Timesact

Timesact Preorder’s SaaS Shopify app supports every successful product launch, every emergency bridging of a supply chain gap, and every product restocking period for over 10k Shopify merchants. The app enables businesses to offer preorders on ecommerce products, partial payments, and automated back-in-stock alerts for out of stock products, ensuring they never miss a sale.

We’re searching for an empathetic and driven Head of Customer Success to guide a dedicated support team, reinforcing the commitment to customer retention, and empower merchants to successfully leverage preorders all year long. In this newly formed vital role, you’ll play a key part in shaping the customer success processes, ensuring each Shopify merchant feels fully supported and gains maximum value.

Responsibilities

Team Leadership & Training

• Manage and mentor a growing team of customer support specialists.
• Develop training programs focused on customer retention and product adoption.
• Create scalable support processes and ensure best-in-class customer service.

Customer Retention & Proactive Support

• Educate merchants on how Timesact Preorders can drive sales beyond peak seasons with video tutorials, helpdesk articles, and in 1:1 onboarding calls.
• Proactively reach out to customers to help full product adoption by implementing the full feature set of the app.
• Develop a strategy for personalized onboarding and check-ins to ensure customer success.

Process Development & Optimization

• Establish standard operating procedures (SOPs) for handling support tickets and proactive outreach.
• Identify common customer pain points and collaborate with product and marketing teams to support the overall growth of the business.
• Implement tools and automation to streamline customer interactions and improve efficiency.
• Create how-to videos for new or existing customers to understand the best ways to use the app’s feature set.

Requirements

• Availability to work 9:00 am -5:00 pm EST Monday - Friday
• 3+ years in a customer service leadership role, preferably in Shopify apps, SaaS or eCommerce.
• Experience in Shopify and Shopify apps is a very big plus.
• Strong ability to develop customer retention strategies with a proven track record of reaching KPIs.
• Excellent communication skills (fluency in English is a must), problem-solving, and team management skills.
• Ability to analyze data and use insights to improve customer success processes.
• Proficiency in CRM and communication tools (e.g., Crisp, Mantle, Slack, Shopify Partner Admin).
• A self starter that is used to defining systems, processes, and programs to ensure full customer success throughout their entire lifecycle of using the product.

Why Join Timesact?

Your work will matter and will touch 1,000s of small and large businesses from around the world making a real impact for the owners, their employees and their customers.

You will be able to build the role into something that gets you out of bed in the morning pumped to go to work. And help your teammates do the same.

Here the best ideas win.

And you will never run out of puzzles to solve or room to test your ideas. If you’re someone that isn’t afraid to roll up your sleeves and get into the trenches, this role will be ideal for you.

It’s a flexible work environment.

You will be respected, challenged, given real responsibility, supported, told the truth and rewarded for merit.

You will learn from industry veterans, become one, and teach others yourself.

If you’re passionate about helping Shopify merchants succeed through preorders and proactive customer support, we’d love to hear from you!

Apply now and let’s build the future of preordering on Shopify with Timesact Preorder.